Update by user May 13, 2018
After two months of back and forth with the manufacturer and warranty company, ArtVan replaced our mattress. I am very satisfied with how this concluded.
Original review posted by user Apr 13, 2018
We bought a very expensive mattress and after 13 months it had 2 large holes. They would not repair because it's out of warranty.
I was not satisfied, so I contacted the manufacturer. They were willing to repair the mattress, but had to coordinate with ArtVan. I spoke to the service department and finally got them to agree to fix the holes "as a courtesy" (their words). ArtVan sent a tech to inspect the mattress, and he said I would hear from ArtVan with 3 to 5 days.
I never heard back. After 2 weeks I went back to the manufacturer for help.
The bottom line is ArtVan refused to repair the mattress. Terrible customer service.
Product or Service Mentioned: Mattress.
Reason of review: Poor customer service.
Preferred solution: Repair.